How important is your front desk to patient engagement & experience?

I’ve written about the importance of managing expectations & understanding the touch points your patients encounter along their relationship cycle with you & your clinic or organization. In some of those articles, I’ve discussed the importance of understanding interpersonal interactions between clinicians & patients, and I’ve touched on the role of support & office staff.

My guest this week, Jerry Durham PT, is the owner & founder of The Client Experience Company and the perfect person to talk to about the role of front desk personnel in the patient experience. He has been a licensed Physical Therapist for 27+ years, having spent the majority of that time as a practice owner & now business consultant. I first became aware of Jerry’s work while listening to an interview he gave on a podcast on the topic of taking his practice (3 locations, at that time) out of network with all third-party payers and transitioning them to cash-based/private pay clinics. Since then, we’ve run in similar circles, doing work for clients on patient retention, experience, and engagement. In this episode we dive into all things front desk.

What we cover in this Episode:


Connect with Jerry:


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If you enjoyed this episode: Join Rafael E. Salazar II, MHS, OTR/L (Rafi), principal of Rehab U Practice Solutions and host of The Better Outcomes Show as he explores the possibilities of a new healthcare. Guests range from clinicians trying new techniques and treatments to executives and entrepreneurs exploring new service delivery methods, business models, and organizational structures. You can sign-up to receive new episodes delivered directly to your inbox by filling out the form at the top of this page.  Learn more about Rehab U Practice Solutions by reading The Manifesto for a New Healthcare, or listen to Episode 000.


Are You Ready to Take Your Organization to the Next Level?

If you run a clinic or practice and are looking to develop a strategy that leverages best practices, new technology, and marketing/messaging in a way that maximizes patient engagement & retention, please reach out. We’d love to talk with you about how Rehab U Practice Solutions can help your clinic bring in more patients, retain them throughout their course of care, and create uniquely impactful patient experiences.

Rafael E. Salazar II, MHS, OTR/L (Rafi) is the Principal Owner of Rehab U Practice Solutions and the host of The Better Outcomes Show. He has experience in a variety of rehab settings, working with patients recovering from a variety of injuries and surgeries. Rafi has worked in a variety of settings, from orthopedic and musculoskeletal rehabilitation, to academia, and even healthcare consulting. He spent the majority of his clinical experience working at Charlie Norwood VA Medical Center, where he was the lead clinician and clinical education coordinator for the outpatient specialty rehab program. In this role, he treated many veterans with chronic pain and helped to establish an interdisciplinary pain management program. He has worked on projects ranging from patient engagement initiatives to marketing communication campaigns to a multi million dollar project assisting the State of Georgia’s Department of Behavioral Health and Developmental Disabilities transition individuals out of state institutions to community residences. He also has experience as a core faculty member at Augusta University’s Occupational Therapy Program, as a Licensed Board Member on the GA State OT Board, and he serves on the Board of Directors for NBCOT. He works to help healthcare clinics and organizations deliver uniquely impactful patient experiences by improving service delivery through training & advisement and through courses & training programs.

Read his full bio Here. Read about Rehab U Here.

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